Senior Crisis Manager Position
This role involves leading multifunctional teams to resolve complex issues and drive customer satisfaction.
* Ownership of driving progress and resolution of customers' critical concerns.
* Clear scope, priority, exit criteria, and end-to-end process to achieve streamlined crisis management.
* Maintaining and improving processes for customer and field personnel for crisis handling.
Rapid Resolution
The Senior Crisis Manager will engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address urgent situations.
* Strong ability to influence and effectively assign tasks and responsibilities to achieve all key objectives of the critical account and issues.
* Clear accountability on relevant owners in driving target service-level Objectives (SLO) and intermediate milestones leading up to it.
* Collaboration with Executive Sponsors to help resolve obstacles in a timely manner.
Communication and Reporting
The Senior Crisis Manager will effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
* Effective use of dashboards and understanding of how to use data to deliver outcomes needed and track progress towards SLO.
* Setting clear customer expectations and ensuring timely updates on troubleshooting and resolution action plans for internal and customer-facing communications.
Risk Management
The Senior Crisis Manager will make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place.
* Able to balance multiple priorities and maintain situational awareness while navigating complex crisis scenarios.